Module 05 Content

1. After four weeks as a manager at Pearl Incorporated, you have determined that you would like to switch help desk ticketing systems. This new help desk system will reduce the amount of time users will have to wait before their incidents are addressed.

   Often, a Chief Information Officer (CIO) or an IT manager will draft a letter to the CEO to explain any changes or recommendations along with justification – this is called a Letter of Intent. Draft a 6-8 page Letter of Intent to the CEO that outlines your intended change and the impact in system processes. Include the following:

   • The change you are proposing
   • The potential effects on the staff
   • The potential effects on the user
   • Training involved for both staff and users
   • Potential impact on the organization as a whole
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